About the Author

For more than 13 years, Gary Ford has been privileged to work for many large systems integration companies, Cisco Advanced Technology Partners, and end customers, designing, deploying and maintaining Cisco telephony and contact center solutions. His introductory role to contact centers started in 1997 while working for British Telecom (BT) as a test engineer tasked with integrating the GeoTel ICR platform into BT’s core telephony network. Over the following years, Cisco acquired GeoTel and rapidly transformed the ICR product set to include solutions from other Cisco acquisitions and a great deal of in-house innovation. His role has changed over the years from test engineer to contact center and unified communications consultant. ...

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